Missing/partial prints & Printer Offline on Windows 8/8.1

[JERENDS]

Hello fellow community members!

I have come across an issue with some HP printers and the Windows 8 /8.1 Operating System. Below are some common issues the troubleshooting steps in this Thread will cover;

• Printer Offline
  
• Printer does not print multi page documents
• Printer will Print a test page, but not sent documents
• Printer stops printing in the middle of a print job

With the help from JonW and his instructions, I wanted to compile a post for this issue starting with a functional work around.

Firstly - There are a few windows updates that may help with this problem.

1)    Install this Microsoft patch to make sure this private-public-private network issue does not reoccur. It is part of the April 2014 Windows Update package for Windows 8.1 and Server2012 R2 (http://support.microsoft.com/kb/2919355).

2)      Install this Microsoft patch for the WSD service.  http://support.microsoft.com/kb/3000461

If this does not help, then please follow the steps list below which will give you a Workaround that may help with this problem.

Assign the printer a static IP address

An IP address is an Internet network address that the computer can use to communicate with the printer. Enter a static IP address to make sure that the wireless connection remains stable. Follow these steps to assign the printer a static IP address.

• Get the printer IP address.
• Press the Wireless button on the printer control panel to view the network settings.
• Access the Network menu on the printer control panel.
• Print a Network Configuration Page or Wireless Test Report page.
• Once you have the printer's IP address, open a new web browser window or tab.
• Type the IP address in your web browser's address bar, and then press Enter.

Make sure that you type the IP address into the browser's address box. If you type it into a tool bar search box, the EWS will not open.

• If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

 note:

Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

The Embedded Web Server (EWS) for the printer opens and confirms that the printer is on the same network as the computer.

• In the EWS, click the Network tab.
• In the Wireless section, click the Network Address (IP) or IPv6 configuration, depending on your network setup.
• Click Manual IP, and then click Suggest a Manual IP Address. A manual IP address, Subnet Mask, and Default Gateway displays.
• After the manual IP address populates, click Manual DNS Server.

 note:

Keep a record of the manual IP address for reference.

• On the Network Configuration Page you printed earlier, locate the DNS Server addresses, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

If the DNS addresses are not listed on the Network Configuration Page, or if you have trouble accessing the network or Internet with the original DNS addresses, use one of the following methods to obtain DNS addresses.

• Method one: Use publicly available DNS server addresses

Configure the printer using publicly available DNS server addresses. To find available DNS server addresses, search online for 'public DNS servers'.

After you find public DNS server addresses, type the addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

• Method two: Get the network DNS information via your computer

Select your operating system, and then use the following directions to obtain the DNS server addresses.

• Right-click the Start button () or the lower left corner of the screen, click Run, type cmd, and then press Enter.
• When the command window opens, type ipconfig /all, and then press Enter. Information about the computer's network displays.
• Scroll to and locate the DNS Server addresses.
• In the EWS, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.
• Print a test page to make sure that the printer's IP address is the same as you assigned.
• Right-click the Start button () or the lower left corner of the screen, click Search, type HP and click your printer in the results. Click Utilities, and then click Update IP address to update the address in the software.

Adding a Wireless Network Printer using Control Panel

Go to Control Panel and choose Devices and Printers

Click on Add Printer

The PC will search the local network and display the network printers.

Choose the printer and select Next

The system will then try and auto select a compatible driver

 

Select the current driver and Click Next

 

The system will then ask for a name for the printer. The user can change the name and then click Next

The User can then choose to share the printer

The user can select to make this new printer the default and then click Finish.

The new printer is now setup but this printer will be using the In OS driver (Class) rather than the HP Full Function driver.

To change the printer to use the HP Full Function driver follow the following instructions. I would recommend changing the driver to the HP Full Function driver as the User can then use features such as Custom paper sizes.

Go back into Control Panel and choose devices and Printers, right click on the newly created printer and choose Printer Properties

 

Choose the Advanced Tab

 

Click on the driver section drop down and choose the Driver for the printer that does not have the words Class driver after it.

 

Click apply and then OK and the driver will be changed to the HP Full Function driver for the printer.

The user should try this configuration and see if they still experience problems.

Printing should not be an issue any more. Please let me know your feed back and if these steps helped.

Best of luck and happy printing.

Cheers, 🙂

[pixystixy99]

I have been experiencing difficulties printing multiple page documents for a few months now (extremely frustrating) and no recommended solution has helped. I have an HP Officejet 4635 and am running Windows 8.

I tried your suggestion, but have run into the following problem. When I bring up the Printer Properties dialogue box by clicking on the printer shortcut on my desktop, I don't have an advanced tab. I have tabs for General, Shortcut, Compatability, Security and Details. Interestingly enough, if I access the dialogue box trhough my control panel, I have tabs for General, Hardware, and Web Services. I can find the driver that is installed, but nowhere do I have a list of drivers to choose from. And, by the way, everything says that my printer, drivers, etc. are installed correctly and working perfectly.

Thank you for your time and any other suggestions? I'm thinking that after 3 months of trying to solve this, my best option is to return the printer and find something else.

Helen Marie Kennedy

[JERENDS · Accepted solution]

Hi pixystixy99,

Try accessing the Printer Properties from the Devices and Printers. When you open the Printer Assistant from the Desktop, it opens Printing Preferences which does not allow you to change the driver.

Cheers,

[pixystixy99]

Jerends, as I noted in my reply above, I did access the printer properties from the Devices and Printers through the control panel. Oddly, that gave me less tabs then through the desktop shortcut.

I'm stumped as to what the issue is. I've blown out the printer drivers and done a complete reinstall a couple of times (this solved the problem for a short time only.) I'm running Windows 8.1 and all updates from HP and Windows are current. It is not a wireless/connectivity issue as the printer appears in my network and I can access it with no problem. I have run the HP print and scan doctor repeatedly and it tells me that my printer is working fine. I've uninstalled and reinstalled the printer, rerun setup and again, everything that the printer and my system communicates is that it is working fine.

Thanks again for your help!

[JERENDS]

My apologises pixystixy99, looking back I do see that now.

The missing tabs within Printer Properties appears to be a permissions issues on the computer. Are you logged into the administrative account on the computer?

If not, log into it and try the steps. If you are the admin, try creating a new administrative account with full permissions and try the steps.

User Account - Add a New User in Windows 8<---

[pixystixy99]

Hi again, Jerends!

Yes,  I am logged in as administrator and after much web searching, right-clicking and cursing, I have managed to get an advanced tab on my printer properties dialogue box. And my drivers are correct.

However, I have now successfully printed three pages (woohoo!) of a document before the printer cancelled on page four. I'm thinking that perhaps it justs needs to build up some stamina (not unlike increasing your cardio) before it takes a run at that 5+ page document.

Maybe I'll just put the printer on a treadmill for a bit, give it a good workout, and see if that helps it along. 🙂

Thanks again for your time!

[tkh2014]

I'm using HP Deskjet Ink Adv 3545 on wireless mode.

Same problem as some have reported. Prints fine on pdf/webpages, but does not work on any Microsoft Office applications (Word/Excel/Powerpoint/etc.)

Choosing "3540 series" vs "3540 series class drivers" makes no difference.

Tried removing and reinstalling printer doesn't help.

Same problem if I connect via USB as well.

Funny thing is that everything was working fine till about 2 weeks ago (I've had the printer for about 3 months).

Printer works fine on another computer connected to the same wifi network, but running off windows 7.

Appreciate help.

Thanks,

KH

[JERENDS]

Hello tkh2014,

Try running a System File Check on the computer: Run the System File Checker tool.

If this does not help, try creating a new administrative user account on the computer, log into it and then try to use the printer.

User Account - Add a New User in Windows 8<---

Cheers,

[ecraepnai]

I am also experiencing the same trouble.... But so far no one from HP has seemed to have managed to fix this problem! I have tried the methods suggested, but to no avail. All I want is to be ableto print more than one page 

[JERENDS]

Hi ecraepnai,

Just to clarify, you have tried the alternate driver, System File Check and a new user account on the computer?

Try the HP Print and Scan Dr on the computer. Let me know the results, what passes, fails, etc when you get a chance to run the utility.

Regards,